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- Click & Collect System
- Features
- Orders and service
Orders and service
Follow orders and service through the records and decisions your team uses each day.
OverviewOpen customer orders×
Click & Collect System · Orders and service
New
Open customer orders
Customer orders
| Record number | Placed at | Counterparty | Shipping method | Financial status | Fulfillment status | |
|---|---|---|---|---|---|---|
| CO-42300 | 03 Oct | CST-98233 | SM-1206 | Pending | Unfulfilled | |
| CO-82320 | 19 Oct | CST-18100 | SM-4624 | Authorized | In progress | |
| CO-47226 | 08 Oct | CST-24616 | SM-2816 | Paid | Partially fulfilled | |
| CO-52569 | 23 Oct | CST-16121 | SM-3404 | Partially paid | Fulfilled | |
| CO-33644 | 18 Oct | CST-13843 | SM-5348 | Refunded | Delivered |
6 of 6 records
CST-98233Customer orders · CO-42300
PendingPlaced at03 Oct
Shipping methodSM-1206
Fulfillment statusUnfulfilled
What you can do
Start with the operating record
An order contains a customer or guest email, the chosen catalog, shipping method, shipping address, financial status, fulfillment status and placed time. Order lines preserve each SKU, title, quantity and unit price. Start in the Customer Orders workspace with the order number, then open the linked order lines. Read financial status and fulfillment status separately: an order can have payment evidence while its shipment is still pending. The address and shipping method belong to the specific order under discussion.
How the work is organized
- Order identity. Find the order by record number and confirm its customer or guest email.
- Line detail. Read the SKU, ordered units, shipped units, and unit price on each order line.
- Event trail. Use the dated event entries to explain an action without changing the original order history.
What to agree during setup
Service staff agree when an order is ready for fulfillment review and who can change an order status. The team should use the event history to preserve an explanation of significant order actions. Agree who may change an open order and when a shipping address is frozen for warehouse work. Give the Customer Service Rep a way to compare the order with its shipment before promising a correction. Review the same order in the custom workspace and the linked records; confirm the order number and line details match. Escalate a fraud status of under review to the Merchant Owner.
Check the handoff on an actual case
A shopper calls about an order placed through the web channel. The service rep finds the order number, reads its lines and shipping address, checks financial and fulfillment statuses, and then reviews events in time order. If an address needs correction before dispatch, the rep checks the order and shipment state before making the permitted change. Ask the next role to find the same case from its linked record and explain the current decision. Keep the order number or catalog code visible in the handoff so a change is applied to the intended transaction.
Repeat the check with a second case whose status or linked record differs. Have the responsible role explain the correction and confirm that the next person can see the result in the same records.
What your team sees
- Customer Orders — The order workspace for finding a customer order and opening its detail.
- Open customer orders — Orders still marked Open with payment and fulfillment status for service review.
Follow the work through
See the storefront order cycle and implementation for a pilot that connects this work to the rest of the order.
What it keeps track of
Data model- Customer orders
- Each record is a completed order placed by a customer, used to track what was bought and its status.
- Order lines
- Each record is one item within an order, used to track what was ordered, shipped, and billed.
- Order events
- Each record is a logged action or update on an order, used to trace what happened and when.
- Addresses
- Each record is a shipping or billing address, used to know where to send orders and invoices.
- Customers
- Each record is a person who has shopped or signed up, used to manage contact info and order history.
Who uses it
Permissions- Customer Service Rep
- Handles order questions and records the outcome in the event trail.
- Merchant Owner
- Reviews commercial and fraud exceptions.
- Warehouse Operator
- Reads the order’s shipping information for fulfillment.
Set up Click & Collect System your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.